24/7 Support Services

Crises Control offers comprehensive support services with Standard Support included and an option to upgrade to Premium Support for enhanced features. Both packages ensure seamless usage of the platform, 24/7 assistance, and tailored solutions to meet business needs during critical events.

Contact Support

Standard technical support 24/7 365 days a year

Crises Control provides Standard Support via email only with a focus on IMPACT and URGENCY.

Our technical support team is available 24/7 to help you resolve any issues you may encounter with our platform. The team uses a system to prioritise requests based on the level of IMPACT and URGENCY. Requests with higher impact and urgency are given priority, ensuring that the most critical issues are addressed as quickly as possible.

Our goal is to minimise the impact of any issues on your business operations and ensure you can use our platform efficiently and effectively.

Premium technical support 24/7 365 days a year

Crises Control provides premium support via email and phone with a focus on IMPACT and URGENCY, with access to a Dedicated Customer Success Management service.

Our technical support team is available 24/7 365 to help you resolve any issues you may encounter with our platform. The team uses a system to prioritise support requests based on the level of IMPACT and URGENCY. Requests with higher impact and urgency are given priority, ensuring that the most critical issues are addressed as quickly as possible.

Our goal is to minimise the impact of any issues on your business operations and ensure you can use our platform efficiently and effectively.

Standard Support Package

Emergency phone support is available for urgent assistance if you are experiencing difficulties sending broadcast notifications.

Key capabilities

Premium Support Package

Premium support is chargeable and involves working in partnership to provide an excellent user experience and deliver success.

Key capabilities

Incident Response and Resolution Service Levels

Standard Support Package

Premium Support Package

24/7 Authorised Support Assistance

The Crises Control concierge service provides extra support services for customers. The authorised support assistance gives our customers additional access to our technical support team when you need it most. We can be a part of your response team and add flexible resources to your team at critical times.

Concierge services include

Compatibility

The Crises Control app is available on iOS and Android, and can be used on Windows desktop.

The Crises Control portal works best on the latest version of any web browsers, for example Firefox, Safari, Microsoft Edge, Google Chrome, Internet Explorer, and more.

Frequently Asked Questions

What level of support do I receive?

We offer you full 24/7 technical support to assist you when you need it. We recognise the importance of a rapid response to and resolution of any issues that you encounter. Our technical support team will aim to resolve your issue immediately over the phone.

Standard Support is provided by e-mail for day-to-day questions and issues for Business solution customers. We will aim to respond to your query within 2 hours and resolve it within 8 hours. Exceptionally, where you need urgent assistance for an emergency notification and you are experiencing difficulties, all users can call our Emergency Live Operator phone line and a representative will assist you in sending a broadcast notification.

Premium Support is provided by e-mail or by telephone for day-to-day questions and issues for Enterprise solution customers. We will aim to respond to your query within 2 hours and resolve it within 4 hours. In addition to the support options noted above, we also offer a Concierge Service. This includes proactive assistance in helping you to get the most out of your Crises Control service.

What do I do when I need support?

If you are the registered administrator you can get support at any time of the day.

Email Support
We offer 24/7 English email support for all customers – even on holidays! (Email support in a variety of languages is available during limited hours.)

Email us at [email protected] or click here and we will respond to your request as quickly as possible, and issue you a support ticket for that instance.

Phone Support
English phone support is a Premier feature. We offer phone support 24/7 via our service desk. Call our Help Desk on: +44 (0) 20 8584 1385 (option 2).

Tickets
Regardless of the type of support you have, the one constant for all support organisations is that we are here to help resolve issues.

Send an email
Call you on the telephone

All support requests, from all channels, become Crises Control Support tickets. Tickets capture your initial request for support and all the conversations your people have with our agents along the way to solving the support issue.

What quality standards do we adhere to?

Transputec is fully certified to the ISO 9001:2015 Quality Management Standard. This requires an organisation to:

Demonstrate its ability to consistently provide product that meets customer and applicable statutory and regulatory requirements.
Aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements.
The QMS is applicable to the design, build, integration, implementation and support of business software and hardware solutions, hardware and software product sales, with associated support, provision of fully managed service contracts, including full infrastructure and platform services, support contracts, contract fulfilment and consultancy services.

Crises Control is a Corporate Partner of the Business Continuity Institute. The Business Continuity Institute (BCI) is the world’s leading institute for business continuity. Established in 1994, the BCI has established itself as the leading membership and certifying organization for Business Continuity professionals worldwide.

Transputec is also fully certified according to the ISO 27001 Information Security Management Standard. In order to achieve the certification, Transputec’s compliance with ISO 27001 standards was validated by a leading independent audit firm, Lloyds Register Quality Assurance, after demonstrating an ongoing and systematic approach to managing and protecting company and customer data.

ISO 27001 certification ensures that controls are in place to reduce the risk of security threats and avoid any system weaknesses being exploited. It provides assurance and confidence to customers, suppliers and trading partners that all security risks are being addressed on an ongoing basis.

The scope of the ISO certification includes design, build, integration, implementation and support of business software and hardware solutions. It also includes the provision of full IT managed services, including infrastructure platform services, support contracts, contract fulfilment and consultancy services.